Job
Description
Job Summary: The Team Leader for the Contact Center in the Digital Relationship Manager (DRM) process is responsible for overseeing and guiding a team of Digital Relationship Managers who handle customer queries, sales, and service tasks for banking products. The role involves ensuring high-quality customer interactions, driving performance metrics, supporting the development of team members, and maintaining operational efficiency. Key Responsibilities: 1. Team Management and Supervision: Lead, mentor, and motivate a team of Digital Relationship Managers to achieve individual and team targets. Conduct regular one-on-one meetings, team meetings, and performance reviews to assess and enhance performance. Provide ongoing feedback and coaching for skill enhancement and productivity improvement. 2. Performance Monitoring and Reporting: Track and report on team performance metrics, including customer satisfaction, response times, call quality, and cross-selling achievements. Identify areas for improvement and develop action plans to address performance gaps. 3. Quality Assurance and Compliance: Ensure adherence to bank policies, regulatory requirements, and quality standards in all customer interactions. Conduct periodic call monitoring, quality checks, and audits to uphold service excellence. 4. Process Improvement and Efficiency: Identify opportunities to streamline processes, improve workflows, and enhance the customer experience. Collaborate with stakeholders to implement best practices and resolve operational challenges. 5. Customer Service Excellence: Ensure team members are equipped to handle customer inquiries, complaints, and transactions with efficiency and professionalism. Promote a customer-first mind-set to drive high levels of customer satisfaction and loyalty. 6. Training and Development: Facilitate training sessions on new banking products, systems, and communication strategies. Support skill development for enhanced product knowledge, cross-selling capabilities, and digital proficiency. 7. Problem Solving and Decision Making: Act as an escalation point for complex customer issues, providing effective and timely resolutions. Make informed decisions to resolve issues, improve processes, and support team objectives. 8. Sales and Cross-Selling: Guide the team to identify cross-selling opportunities and match customers with suitable products. Encourage team to achieve sales targets through effective relationship management. Qualifications and Skills: Education: Bachelors degree in Business, Finance, or related field. MBA or relevant certifications are a plus. Experience: Minimum 5-10 years in a contact center or banking environment, with at least 3-4 years in a supervisory role. Knowledge: Strong understanding of banking products and services, especially within the digital banking domain. Skills: Excellent communication and interpersonal skills. Strong analytical and problem-solving abilities. Proficiency in CRM software, banking systems, and digital tools. Sales-oriented mind-set with an understanding of cross-selling techniques. Key Competencies: Customer Service Orientation: Committed to delivering exceptional service and building lasting customer relationships. Leadership and Team Building: Ability to inspire, coach, and manage a diverse team. Adaptability and Resilience: Capable of handling a fast-paced and dynamic environment. Goal-Oriented: Focused on achieving targets and driving continuous improvement. Experience in handling RM/VRM team Note: This role may require flexibility in work hours to accommodate various shifts and peak customer service times.
